On 13 June 2014, the EBA and the European Securities and Markets Authority (“ESMA”) published their final guidelines for handling complaints in the banking and securities sectors. The guidelines, which aim to ensure a consistent approach  to complaints handling across the EU, apply to national authorities responsible for supervising complaints-handling by firms and to investment firms, banks,  payment and electronic money institutions and certain fund managers. The guidelines will apply two months after publication of the translated versions of the guidelines on the websites of the EBA and ESMA.

The guidelines are available at: